--- title: NICE CXone Reviews meta_title: 'NICE CXone Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1730 reviews by the users' company size, role or industry to find out how NICE CXone works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 1730 scale: '5' date_modified: '2026-08-04' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # NICE CXone Reviews **Vendor:** NiCE **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.3/5.0 **Total Reviews:** 1,730 ## About NICE CXone NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com ## NICE CXone Pros & Cons **What users like:** - Users find NICE CXone to be an **easy-to-use platform** that simplifies various organizational needs effectively. (38 reviews) - Users value the **excellent call quality and intuitive design** of NICE CXone, enhancing professional communication and ease of use. (27 reviews) - Users value the **efficiency** of NICE CXone, appreciating its quick updates and user-friendly automation features. (26 reviews) - Users find NICE CXone to be exceptionally **helpful** for efficiently addressing customer issues with valuable automated responses. (21 reviews) - Users praise the **intuitive interface** of NICE CXone, appreciating its ease of navigation and seamless cloud-based calling experience. (15 reviews) - Call Management (13 reviews) - Customer Support (13 reviews) - Customization (13 reviews) - Users value the **intuitive interface** of NICE CXone Mpower, making it easy for everyone to use effectively. (13 reviews) - Analytics (11 reviews) **What users dislike:** - Users often face **call issues** , including dropped calls and improper display, impacting overall reliability and experience. (14 reviews) - Users face various **technical issues** with NICE CXone, including lag, outages, and unclear documentation, impacting usability. (14 reviews) - Users struggle with the **steep learning curve** of NICE CXone, highlighting the need for improved training resources. (10 reviews) - Users find the **missing features** in NICE CXone frustrating, particularly regarding reporting and dashboard customization limitations. (10 reviews) - Users express frustration with **poor customer support** , finding it difficult to get timely assistance when needed. (10 reviews) - Users report a frustrating **slow loading** issue with NiCE CXone Mpower, leading to significant delays in functionality. (10 reviews) - Users report **delays** in information and support responses, leading to frustration and hindered problem resolution. (9 reviews) - Difficult Learning (9 reviews) - Users find the **steep learning curve** challenging, requiring considerable time to understand the software effectively. (9 reviews) - Complexity (8 reviews) ## NICE CXone Reviews ### 1. LiveVox long time User/Admin/Advocate **Rating:** 5.0/5.0 stars **Reviewed by:** Thomas N. | Chief Operating Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2022 **What do you like best about NICE CXone?** Client Service has been getting better and better each year. In addition to improving their service, they've gotten better at listening to their user's ideas for new releases and enhancements. **What do you dislike about NICE CXone?** Sometimes the new releases feel like they're a bit "lite" on new features and enhancements. Also, some of the integrations they've done on recent partners or acquisitions seem to have taken a long time. **What problems is NICE CXone solving and how is that benefiting you?** LiveVox is our omnichannel contact strategy platform. We've gone from many diverant systems, to a one-platform, multi-channel (omni really) system that's integrated into our platforms to give us a "one view" of our customers. ### 2. Buggy **Rating:** 1.5/5.0 stars **Reviewed by:** Lewis T. | Customer Service Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about NICE CXone?** I like the most that all calls and emails can be done in one place. It also has the functionality to recive texts and istant messages. It also records the inbound calls. **What do you dislike about NICE CXone?** It is buggy; it gets caught it disposition alot. And I then need to restart the aplication for it to return to normal. It does become a pain after a while. But still usable. **Recommendations to others considering NICE CXone:** Go for it. It's the client you need. With the bugs formeentioned aside, If you're after a client that does everything you need with recording functionality and Real time reporting. With the option to message your agents whilst thry are on calls to offer support and guidance is a great thing! Litterally could not think of a better APP to be using. **What problems is NICE CXone solving and how is that benefiting you?** As said, you can use emails and calls in one place ### 3. Fast, efficient and reliable **Rating:** 4.5/5.0 stars **Reviewed by:** Perla R. | Customer Support Assistance, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2021 **What do you like best about NICE CXone?** What I really like about Nice CXone is how fast the calls connect directly to the integrated phone, there is no need to have an additional softphone or a physical phone and then wait for the call to come in to accept it, just log in and the call will connect automatically reducing the probability of a dropped call. **What do you dislike about NICE CXone?** The calls are flowing like a charm, however, the chats are not quite fast, the window gets stuck when I move from one chat tab to another, it takes around 2-3 seconds to completely load the chat. It may not sound like a big-time, but dealing with 20-30 chats would seriously impact the performance stats. **What problems is NICE CXone solving and how is that benefiting you?** NICE CXone has drastically improved my performance as an agent, by having just one application running to handle the calls, my computer is running smoother, reducing the time I have to spend to continue with my call flow. Nice CXone has helped me to improve my performance as an employee. ### 4. Communication and analytics made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Sofia P. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about NICE CXone?** System stability, ease of use and accuracy of reports. **What do you dislike about NICE CXone?** Slightly overpriced in comparison to other vendors **Recommendations to others considering NICE CXone:** Better products cost more money, if you subscribe to another company you may save money in the beginning, but you will end up paying for it in the long run. **What problems is NICE CXone solving and how is that benefiting you?** Auto Dialer uses for collections call campaigns has increased business efforts in contacting customers. ### 5. While making reports it is very difficult to select the parameters to create correct report. **Rating:** 4.0/5.0 stars **Reviewed by:** Charanjeet S. | Senior Business Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2021 **What do you like best about NICE CXone?** I like the ease to select dates and extract reports also we do not have to learn SQL to extract reports. The parameters should be simple and easy to understand to select and get the custom reports. **What do you dislike about NICE CXone?** To get the AHT we have to select 4 components - Instead of just 1 and it should automatically give aht breakup. It is sometimes very slow to extract the month till date data. **Recommendations to others considering NICE CXone:** If inbuilt visualizations for custom reports can be added to reports that would be very attractive to our customers to see. Currently we are only getting simple view of our data. We can add atleast few graphs, or pie charts. **What problems is NICE CXone solving and how is that benefiting you?** I have automated few reports which have solved some of my issues however the visualization of those reports could be better. There should be inbuilt visuals for reports in NICE. ### 6. Not the right fit **Rating:** 3.5/5.0 stars **Reviewed by:** Gina L. | Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2022 **What do you like best about NICE CXone?** It is easy to use for end-users. Call monitoring is made easy and all the data you need to see on a dashboard to see the status of each user. The price is also good. **What do you dislike about NICE CXone?** Reporting is not as simple and really slow. Seeing the agent's monitor/activity history is hard to interpret. The admin side is not as straightforward and needs a bit of training and getting used to. There are a lot of glitches and we had many outages. **Recommendations to others considering NICE CXone:** Look into different options you can use and if it's easy enough to navigate through and weigh it in compared to the price. **What problems is NICE CXone solving and how is that benefiting you?** This tool was used for our customer service/sales lines at a good price at the time. ### 7. LiveVox contains a comprehensive suite of tools for call centers and top notch customer support. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about NICE CXone?** Responsiveness to issues and great communication from customer service. The system provides us with all the tools we need to run successful campaigns and restrict calling to meet complex regulations. **What do you dislike about NICE CXone?** There is a learning curve to searching within the system. Providing logs is not easy for the end-user to do on their own and requires them to follow very technical instructions. **What problems is NICE CXone solving and how is that benefiting you?** LiveVox provides a hosted solution with a team that monitors and supports the system. They are quick to respond to issues and rarely have problems which allows our IT staff to focus on other tasks. ### 8. Better than any other Soft Phone **Rating:** 5.0/5.0 stars **Reviewed by:** Christopher M. | customer advocate, Enterprise (> 1000 emp.) **Reviewed Date:** December 24, 2021 **What do you like best about NICE CXone?** The ease of using the Soft Phone, the fact that it feels a lot more user friendly and not out of date, I would honestly recommend this to other businesses that use soft phones. **What do you dislike about NICE CXone?** There really isnt anything that I dislike about this, as I mentioned before, the soft phone is a lot more user friendly and I would highly recommend other places that do business with phones look into using this. **Recommendations to others considering NICE CXone:** My advice would be to try it out and witness it being better than other programs. **What problems is NICE CXone solving and how is that benefiting you?** I get to solve peoples everyday concerns and issues and a huge part of it is due to this system being so user friendly and smooth as far as operating goes. 10/10 ### 9. Utilizing InContact **Rating:** 5.0/5.0 stars **Reviewed by:** Kimberly J. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2021 **What do you like best about NICE CXone?** I like that we can disposition calls and see what calls are in our queue. **What do you dislike about NICE CXone?** I do not like that sometimes the app fails, for example one can be taking a call but out of nowhere the system will kick us out and disconect the call as well as the fact that as we are barely launching the application we are unable to use some of the features such as screen monitoring. **Recommendations to others considering NICE CXone:** Get it, i think its a great tool to have and it is easy to use once you get used to it. **What problems is NICE CXone solving and how is that benefiting you?** signing in, before we used to sign into a hard phone with a badge number and sometimes people would punch in the wrong badge number signing in with email and username makes it hard to give wrong info ### 10. Experience During High Peak Conditions **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about NICE CXone?** I love how the system is what I like best about the design, specifically, the easiness of logging in and how the loading of the softphone makes access to the Agent leg smooth. **What do you dislike about NICE CXone?** The disconnects at critical moments conversations, chats, or meetings can be frustrating, however I have been blessed to be able to easily transition back. into work mode. **Recommendations to others considering NICE CXone:** My reccommendation includeds stability when it comes to internet providers, specifically in the wait the streaming of line services to and from the source. Also I would also recommend established communication and support with IT. **What problems is NICE CXone solving and how is that benefiting you?** The benefits of clearing the caches, both in Basic and Advanced, is an excellant problem solver to know. For it allows control to be in the user hand in reestablishing connections. ### 11. Integration and support are lacking **Rating:** 2.5/5.0 stars **Reviewed by:** Paul J. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about NICE CXone?** Nice CXone offers a ton of features and customization all in a nice hosted solution. They provide a lot of flexibility to small to large companies looking to ditch on-prem PBX. **What do you dislike about NICE CXone?** We use CXone through integrations with our RingCentral service. The integration is loose at best, and a lot of the administration is cumbersome and unintuitive. The rollout process and early support were abysmal, but ongoing support has been better. Still, when calling for support, there is often confusion about whether we're a direct customer or RingCentral customer. **What problems is NICE CXone solving and how is that benefiting you?** We migrated from an on-prem PBX (Shoretel/Mitel) to take advantage of a decentralized system. This has allowed us to add branch office workers into our Call Center seamlessly. During the push to "work from home" during 2020 this worked flawlessly for us. ### 12. Very Detailed **Rating:** 4.0/5.0 stars **Reviewed by:** Y M. | Customer Care Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** December 10, 2020 **What do you like best about NICE CXone?** The color coded division makes it easy to see shifts. It keeps up your recent interactions and calibrations which help when sorting is needed. The evaluations tab works great as well because it sorts them by date or score and as long as you allow pop ups, you can see and hear everything nicely. **What do you dislike about NICE CXone?** I don't like that you have to connect the headphones to be able to log in to MAX. If the headphones are not connected you cant really use this part of the website which can be a pain. Sometimes you might want to use the computers speakers and mic but you cant, it has to be the headphones. I do not like that some features are hidden but I guess that is good for supervisors. They can see every little detail from what you click. Its like everything you select in MAX gets documented. Sometimes it does not connect to the agent and you have a refusal on your record when its not your fault that the system did not connect well. Im wish there was a definition guide as to what is what like the service level in dashboard does not really explain what it is servicing **Recommendations to others considering NICE CXone:** It is very detailed, especially max. **What problems is NICE CXone solving and how is that benefiting you?** No problems per se but I like the ability to see availability within the team. Sometimes there is a lag in the timing but not by much, just a few seconds. It color codes it very nicely but there is not a code guide so I do not really know what some features such in the queue counter really define. ### 13. Easy to use dashboards with clear and accurate information on call queues **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** December 31, 2021 **What do you like best about NICE CXone?** As an employee who uses NICE CXone I enjoy the agent list on my dashboard, it is very accurate and lets me know instantly whether or not my collages are available. This is extremely helpful for my position as a call coordinator as it saves me times by letting me know instantly when someone is open to taking a call or will need to call back **What do you dislike about NICE CXone?** There are a few things I think could be greater improved. I'm not sure if this is related to my company, but I do not enjoy the auto-accept for calls when I have the phone linked to sales force. When we were using cisco we would always be given the option to accept or reject a call when needed, now I have to unlink the phone after every call to get an accept or decline option. Overall that is not terrible, but it does add an extra step to my workflow Changing work stations is also a pain for me, we can't have two different instances of the soft phone unless we have two liscence keys which makes it a nightmare to switch from home to office. I have to sit on the line with out IT department for at least an hour to have the liscence key reset because it shows as revoked every time I siwtch from home to the office. I understand that if covid were not a thing this would be an issue but it is not very flexible in that regard. **Recommendations to others considering NICE CXone:** Wonderful phone system and dashboard for fast-paced professional workplaces that require phone systems and queues for workflow **What problems is NICE CXone solving and how is that benefiting you?** The greatest benefit NICE CXone has for my team specifically is the queue visualizer in our dashboard. Our team is highly competitive and tries to keep our queue empty with very fast response times. Having that visual on how many calls are in queue, how long they have been in there and the percentage that we reached them within our time limit is helpful to let our team reach is call goals and show our company numerically that our team is the best. ### 14. A lot of features and decent functionality **Rating:** 3.5/5.0 stars **Reviewed by:** Francis R. | VOIP Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** December 01, 2021 **What do you like best about NICE CXone?** the versatility of the app and portal but I wish we had more control of features on our portal so we weren't dependant on livevox so much to implement changes or additional features **What do you dislike about NICE CXone?** The support is difficult and there is considerable lag time when we report something and the delay is in the first 2 or 3 layers of support which is geared towards the end users we our are own admins and we need to be put to technical support right away **What problems is NICE CXone solving and how is that benefiting you?** High value app and portal with the recording and reporting we are able to track trends and use this info to better adjust our projectioned work flows based on this data along with the features with the ADN to make the agents more productive. ### 15. Benefits of Use **Rating:** 5.0/5.0 stars **Reviewed by:** Luis S. | Care Guide, Mid-Market (51-1000 emp.) **Reviewed Date:** December 31, 2021 **What do you like best about NICE CXone?** Well the whole tool is comfortable and easy to use everything is well distributed and I never had a hard time at using it, I've never used a tool like this one. As for now I'm really happy with it. **What do you dislike about NICE CXone?** Well sometimes it crashes a lot which is not that common but when happens it's a little unlucky because I have to report the issue in case is affecting a lot my productivity **Recommendations to others considering NICE CXone:** Go ahead and try it! **What problems is NICE CXone solving and how is that benefiting you?** Well it's a really useful tool, I've never struggled to find any option, I guess is friendly to every user and everyone can find out easily how to use it without help. ### 16. My 2021 End of Year Review **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Public Safety | Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2020 **What do you like best about NICE CXone?** There are some features that I am interested in utilizing. But there are also some issues that we need ironing out first before jumping into something new. I do LOVE the amount of Reporting Data that NICE offers. I like the "?" at the top of each browser page that drops you right into the documentation that explains what you are looking at in NICE In Contact. **What do you dislike about NICE CXone?** WFM has been a pain in my side sine May 2021. We run schedules every month and every month something errors out. We then have to issue a Trouble Ticket and wait to meet with a technician. At first it was "Generate Forecast" that we had issues with each month. Now it has adopted itself over in "Generate Schedule" and an error about Weekly Rules keeps popping up even though I have weekly rules set. I If something is resolved one month the next it is something new or the previous issue has popped up and no one can explain what's going on. Quality Management Updates skewed our QA forms...I have yet to hear back from our account manager with an explaination on what happened even though its was reported beginining of this month. **What problems is NICE CXone solving and how is that benefiting you?** If you read above under Dislikes it explains my view and experience with this question. I am not satisfied but I did speak to the product feedback department already, so this may be a duplicate from me again. I like being able to voice my opinion about the products I am using so I appreciate having this outlet. ### 17. Great tool for making a lot of phone calls using little manpower. **Rating:** 4.0/5.0 stars **Reviewed by:** Matt O. | Tampa Branch Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about NICE CXone?** The ability to work the inventory that I want to work and filter as needed. **What do you dislike about NICE CXone?** Interface and screens should be more customizable so I can see only what I want/need to see. **Recommendations to others considering NICE CXone:** Effective autodialer technology and results. **What problems is NICE CXone solving and how is that benefiting you?** Working alot of inventory with a small amount of people. ### 18. Good to Great **Rating:** 4.0/5.0 stars **Reviewed by:** Nikki F. | Executive Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2021 **What do you like best about NICE CXone?** Details! Lots of amazing in depth, detailed information at your disposal. Everything needed to run a successful contact center is housed within this platform. I have used several other platforms in previous companies and find this to be the most comprehensive. **What do you dislike about NICE CXone?** One thing that we do find somewhat challenging is keeping it simple. Unless you're from this world, NICE can be quite difficult to navigate. I would love if they had a little ? hover button besides the dashboard buttons so that one can hover and learn what is being measured and how, etc. Though, NICE does an amazing training/ help section (it's just sometimes hard to know what you need to look for if unfamiliar). More 'bang for your buck'- would love to have a dedicated rep that reviewed what we are using on a regular basis and inform us of how we can make the most of what we're paying for. **What problems is NICE CXone solving and how is that benefiting you?** Visibility into our call handling performance. It's a bit more difficult for my company now, as they were using "old school" technology of just answering the phones when they rang. When it was realized we needed more, we upgraded to this and they quickly realized everything they were missing out on. ### 19. nice system **Rating:** 5.0/5.0 stars **Reviewed by:** Charlenea W. | Fraud Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about NICE CXone?** Overall it is a great phone to use. its easy. the only downfall is that when power short the phone goes down. put i be happy.lol! **What do you dislike about NICE CXone?** company has it connected to our timecard so if phone go down it log you out our timecard. that something our job has to work on. **Recommendations to others considering NICE CXone:** its easy its like a phone with numbers and depts are already list and you just have to type in like INT and that bring up our translator line. before we had regular phones and had to call the whole phone number **What problems is NICE CXone solving and how is that benefiting you?** i like that we dont half to use the deposition. ### 20. Greatest tool for working from home!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Hitzary G. | B, Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2022 **What do you like best about NICE CXone?** I really like how there is no need for a land line connection since nowadays it is rare to find them in homes, making this the perfect tool to perform from home. **What do you dislike about NICE CXone?** There is not really I can say I do not like about it, only once I had an issue where I was muted, and the app failed to do so, therefore causing me an embarrassing moment with a client. **What problems is NICE CXone solving and how is that benefiting you?** The connection is excellent!!! It lets you interact with your clients just as or even better than a landline or a cellphone would!! Never had I had such experience in a call center job. ### 21. Tool excellence for a Customer Service Agent **Rating:** 5.0/5.0 stars **Reviewed by:** Juan D. V. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** June 30, 2021 **What do you like best about NICE CXone?** The platform the tool is based is really easy to understand and to use. It has multiple options that are easy to know what they are for and has many options to create new reports. **What do you dislike about NICE CXone?** It loses the connectivity really easy when using Max. **What problems is NICE CXone solving and how is that benefiting you?** I use it to take calls and check on my daily and weekly login reports. It is straightforward to use while on a call, transfer, conference, or make a new call. Also you can have a lot of options to solve e-mails and take chats in the same toll withouth having to switch among different tools, which I consider an awesome feature! ### 22. Outstanding Software and easy to use. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2021 **What do you like best about NICE CXone?** The most helpful Nice CXone brought is it's more convenient for its users because it is easier and more accessible. The icons are easier to understand, and it widens the choices of its users to change their interface. **What do you dislike about NICE CXone?** This is not a dislike, but if there's one thing that needs to be improved, it's to broaden the option to chat with each user. Also, we wanted to have more options to change the color of the interface. **Recommendations to others considering NICE CXone:** I recommend Nice CXone to my colleagues because this software is much easier and accessible to use. It's user-friendly and has a lot of options to choose from! It may save a lot of time for its users since it has a lot of features to navigate and to use! **What problems is NICE CXone solving and how is that benefiting you?** It's more accessible for us (users) to know our real-time record of calls. We also have access to know our coaching schedule without asking our team leaders. We also benefit to schedule and adhere our lunch and breaks on time. ### 23. I'm really comfortable with the platform, very intuitive an east to understand **Rating:** 5.0/5.0 stars **Reviewed by:** Alejandro V. | Care Guide, Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2021 **What do you like best about NICE CXone?** That is easy to understand. Even a child could easily use it without any problem. I use Incontact for my daily job as a Care Guide for Oscar Insurance, and it is effortless! **What do you dislike about NICE CXone?** As a matter of fact, I do not dislike any of the tools I use for my daily work. I like the tools, but maybe it needs to improve on the way it refreshes too often that it tends to lag. **Recommendations to others considering NICE CXone:** Try it! **What problems is NICE CXone solving and how is that benefiting you?** Communication problem between my coworkers. Yes, as I use the NICE CXone tool for my job. I couldn't say I'm more productive, but it suits me a lot. Not that I can notice. ### 24. My experience has been average thus far. **Rating:** 3.5/5.0 stars **Reviewed by:** Lauryn R. | Team manager, quality assurance, training, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about NICE CXone?** The supervisor system. I like how I can kick people off of the board if need be. I like being able to see an overall summary of statistics. So far, this is the only system I have used like this so I cannot compare it to any competitors. **What do you dislike about NICE CXone?** Max and softphone mess up often. The troubleshooting steps I have found online are rather vague. It would be nice to have a 24/7 support chat on your website. Other than that every thing works fine. **What problems is NICE CXone solving and how is that benefiting you?** We are able to connect with callers easily, given there are no issues with max. The voicemail process is a breeze. I like the fact that I as a supervisor can send out alerts via max. ### 25. NICE CXone allows our team across the globe to stay in contact with our customers **Rating:** 4.5/5.0 stars **Reviewed by:** Jonathan M. | Technician III, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about NICE CXone?** NICE allows our team working in different time zones across the globe to contact our customer base. We currently use the software for the phone system only, but we are looking to expand into the chat feature soon. **What do you dislike about NICE CXone?** Sometimes, the web pages fail to load correctly. While this is common in most software systems regardless of the manufacture, since this software is web-based, it can be challenging to troubleshoot the issue without closing out the webpage and starting from scratch. **What problems is NICE CXone solving and how is that benefiting you?** Having a completely web-based contact system that doesn't rely on a hardware phone handset is nice as it cuts down on operating costs for additional hardware and cabling. If you have a computer and a headset, you're ready to go. ### 26. A HUGE IMPROVEMENT **Rating:** 5.0/5.0 stars **Reviewed by:** Amber R. | SME, Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about NICE CXone?** Honestly I love taking calls on it, It's easier to use, The sounds more clearer and it's an amazing app. I use Avaya with this but this one is honestly soooo much better! **What do you dislike about NICE CXone?** Only thing I dislike is how some of the calls I get or take over it will say that I refused the call. Which makes it a little bit more challenging to do our jobs but it's very nice to use. **Recommendations to others considering NICE CXone:** i PROMISE YOU WILL NOT BE DISAPPOINTED OUR COMPANY LOVES USING NICE! **What problems is NICE CXone solving and how is that benefiting you?** The only problem I have had was the one I stated above and the benefits definitely outweigh the cons. It's definitely more productive to use this system then the other one. ### 27. Intuitive Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Sandria N. | Customer Service Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** September 17, 2020 **What do you like best about NICE CXone?** I like the ability to listen, coach, barge or transfer calls. This is easy to do and quick! I have found that I am able to be more efficient by completing required actions smoothly and quickly while using NICE inContact. It is also nice to be able to pull both calls and chats at a later date. This is especially useful for recanting conversations for the benefit of myself (a supervisor), for agent praise or reprimand, as well as for quality assurance analysis. **What do you dislike about NICE CXone?** I do not like that I have not been using NICE inContact sooner. **Recommendations to others considering NICE CXone:** Go for it! NICE inContact has so many features and tools to assist you in all of your communication goals. Being able to monitor, review, transfer or take over an agent to customer interaction with the click of a button is everything. Simplify your routine and switch to NICE inContact. **What problems is NICE CXone solving and how is that benefiting you?** We have been able to get more users using the integrated softphone faster than ever before and are now able to easily monitor calls and assist when a supervisor is requested all while our staff is working from home. ### 28. Easy schedule viewing **Rating:** 5.0/5.0 stars **Reviewed by:** Danielle B. | Customer Service Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2021 **What do you like best about NICE CXone?** I love that I can view my schedule day by day and my breaks and lunches are clearly visible as well. I don't have to second guess when I will be taking my much-needed breaks. :) **What do you dislike about NICE CXone?** I don't see any downsides about NICE CXone. I couldn't find a way to view my schedule weekly/monthly; however, that is not dire. That being said, there is nothing that I dislike. **What problems is NICE CXone solving and how is that benefiting you?** I don't have any problems that I am solving with NICE CXone. I use this product to view my schedule, breaks and lunches. This benifits me while working I can easily view my schedule daily. ### 29. User Friendly, Detailed Data, Challenging Forecasts **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2021 **What do you like best about NICE CXone?** The data reports are very useful. You can use an assortment of pre-built reports, or you can create nearly any kind of custom report that you might need. There is great visibility with the dashboards both for agents and supervisors that allows you to see in real-time what is happening **What do you dislike about NICE CXone?** The WFM Forecasting tool can be a bit of a pain to use, especially for smaller contact centers. For example, our contact center is only open 12 hours a day, M-F, so it can be challenging to get accurate forecast information. I also really dislike the way it assigns agent schedules in the shift bid process. There is not an easy way for agents to make sure they get a schedule that works for them, especially when we have a lot of part-time agents that are also college students. **Recommendations to others considering NICE CXone:** If you have a flexible scheduling program for your agents, Nice CXone may not be the best option. NICE aims for need-based scheduling, so once you manage to create all of your different rules for PT/FT employees, it assigns schedules anywhere between 1-4 weeks at a time. This results in agent schedules that can change very frequently. We rotate schedules every quarter; this gives agents some stability to know when they are working and allows them to plan ahead. If you are trying to retain employees, they usually do not like frequent changes in their schedules. NICE may not be your best option in that case. The NICE Support team is also a bit slow to respond; it often takes over a week for issues to get resolved. **What problems is NICE CXone solving and how is that benefiting you?** We have solved a lot of our data visibility problems. We can look at agent-specific, call-specific, or general metrics that help us know how to improve. We have been able to identify problems and work to solve them thanks to the data we can look at or get from the reporting tools. ### 30. LiveVox For the Win! **Rating:** 4.5/5.0 stars **Reviewed by:** Rebecca T. | Patient Services Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about NICE CXone?** I have used LiveVox for many years and have loved all the upgrades we've been through thus far. It is easy to monitor the queues on one screen and each team member to ensure proper productivity. The system is easy to navigate, and the self-service options make it a breeze to handle the day-to-day operations. **What do you dislike about NICE CXone?** When asking for assistance from customer care, the process can seem long and drawn out. We tend to email back and forth several times before resolution; however, if we provide the additional information we know customer care will ask beforehand, it could save time and energy for both teams. **What problems is NICE CXone solving and how is that benefiting you?** LiveVox team members have taught me a lot about the system regarding fixing my issues before contacting them for help. Being able to fix my problems instead of reaching out for assistance has resulted in a quicker resolution for my company. It allows the LiveVox team to be able to focus on other customers and their concerns. ### 31. Omni channel and efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Denise A. | Sr. Manager , Enterprise (> 1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about NICE CXone?** Our account manager and support have been good to help us learn and manage the system, which has allowed us to operate more efficiently. It also allows us to communicate with our customers across multiple channels in one platform. Single pain of glass is a true statement for the customers' experience with us. **What do you dislike about NICE CXone?** Sometimes the support or customer service response time is longer than desired. **What problems is NICE CXone solving and how is that benefiting you?** We have created an inbound/outbound call center that blends very nicely, which has allowed us to experience significant efficiency gains. We are also able to communicate with the customers via email or SMS as needed. LiveVox also offers chat and AI, which is on our long-term roadmap. The contact manager approach has been very beneficial to have all communication channels in one location and not separate silos. The data associated is another excellent added benefit in the portal as well as the stand-alone product BI. Great product. ### 32. Painful, but worth the change **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about NICE CXone?** The interface is pretty easy to understand once you have some repetitions using it. Any new software rollout has issues. We greatly appreciate Heather and sometimes Vicky (kidding) always facing the music and being attainable when major issues popped up and getting the right resources on a call. The companies abilities to handle client requests, when it was actually the client who caused the issue, and not refer back to the issue. A very good application of putting the client out front. **What do you dislike about NICE CXone?** The setup took far too long due to the steep learning curve. It could have been cut in half if the setup team understood our application of the product better. We also did not like having to find the bugs in the system (PDAS). **Recommendations to others considering NICE CXone:** Diagram everything, measure twice, and cut once. Make sure you understand the limitations of the products, and how the decision-making works within the system. Example: If we knew that the PDAS latency was really 5 min on day 1, we would never have tried to call 2 or 3 numbers in a row. **What problems is NICE CXone solving and how is that benefiting you?** A much better interface with the agent and easier data control at a lower level of employee. With contact manager, we don't need i.t involved in any of the day-to-day operations. Contact has risen, and controls are better. The SMS product is a work in progress, but we see the light at the end of the tunnel for how we need to use it. ### 33. Nice CXone has not worked well for us. **Rating:** 2.0/5.0 stars **Reviewed by:** Steven M. | T, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2022 **What do you like best about NICE CXone?** We love having an all-in-one integrated phone and chat system that uses a softphone. **What do you dislike about NICE CXone?** Constant phone calls not being connected and issues with panels, not allowing agents to see the whole screen. **What problems is NICE CXone solving and how is that benefiting you?** Before NICE, we had two separate systems one for calls called unity, that required a physical phone. Then we also had live engage for chats. This would not work for us anymore now that we have remote workers. ### 34. Not Nice CX.. more like Terrible CX **Rating:** 0.0/5.0 stars **Reviewed by:** Oscar C. | Co-Founder and CMO **Reviewed Date:** May 31, 2022 **What do you like best about NICE CXone?** Before signing the contract all was good and seemed like a great match. After signing the contract 3 weeks to get access to the portal and no support wahtsoever **What do you dislike about NICE CXone?** Terrible CX experience, for a ck.lany that claims to sell a CX solution ..is shocking how bad is their support.. **What problems is NICE CXone solving and how is that benefiting you?** We thought it was going to solve our call center issues.. ### 35. Livevox Dialing Portal **Rating:** 5.0/5.0 stars **Reviewed by:** Wardell H. | Collections System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2021 **What do you like best about NICE CXone?** The ease of use and the product's flexibility allows for manageable implementations and easy management of the system. I also like how they are constantly improving features and proactively making updates that help manage compliance concerning ever-changing laws and calling restrictions. **What do you dislike about NICE CXone?** Some self-reporting limitations limit the ability to create custom reporting. They are great and can work with you to create any level of reports you require, but that comes with the sacrifice of speed sometimes. **What problems is NICE CXone solving and how is that benefiting you?** With a more focused calling strategy, LiveVox is helping us develop our call routing capabilities to improve customer experience by reducing the time it takes to reach the correct agent or department. ### 36. Pretty good tool for our day to day job. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2021 **What do you like best about NICE CXone?** The fact that is handy, it is always there and can aid me in my day-to-day tasks. Ease of access and simple enough that everyone can understand it, even the elderly. We are using it in conjunction with ring central and it makes it much easier to link ring central with Salesforce. The fact that it can dial in phone numbers with a different standard. Not sure if the feature lies with the our VoIP provider or if the widget does all the work but it is something that I am happy with. **What do you dislike about NICE CXone?** The interface looks a little outdated for 2021 and it could use a refresh. Sometimes the status bugs out and you don't realize it until you need it but it happens less and less as of later. However, when it does i need to be logged out by someone with higher privileges in the system or attempt to login from a different browser. The password reset functionality could be a little improved as I had some headaches in the past while attempting to reset the password. It would simply not work from the widget. When we passthrough audio from ring central and dial into zoom for example, the audio quality drops a lot and I'm not sure if it is related with our company's settings or how it is handled by the widget. **Recommendations to others considering NICE CXone:** Deep dive into it's features as it is quite reach on this topic. Don't be scared to use it or consider it just another tool as it will in fact simplify your life instead of adding more headaches. It can help in many ways, multiple qued calls, multiple sessions, internal dialing, you can see the teams and it's members and it will be really easy to access anyone. If you run into issues where you can't switch your status, logout, if possible. If not ask someone with the right privileges to log you out. If the page looks like it's refreshing constantly reopen the browser, these are the 2 bugs that I encountered but seem to appear less and less. **What problems is NICE CXone solving and how is that benefiting you?** In my Job, it aids me a lot in contacting my clients and reaching out my goals, to some degree it assists with some metering but that could be a false positive. As I mentioned before it is a great tool to link ring central and Salesforce together, it is much easier to ring directly from. Salesforce and contact my clients. I am much faster now calling the customer and simply clicking on their phone numbers rather than copying and pasting it in a different window and sometimes even getting lost in the process. It is a little tool that almost always does it's job and you don't even realize how useful it is until you have to not use it anymore. In a small sentence it makes me more efficient and I can use it's features to have multiple calls qued up. ### 37. Great Connection, GREAT EXPERIENCE ! **Rating:** 5.0/5.0 stars **Reviewed by:** Zanobia O. | Travel Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** January 03, 2022 **What do you like best about NICE CXone?** In all my years of working on dialers, I can honestly say that this particular one has made my job so much easier! I have all the necessities I need to conduct a consistent professional call with my clients. **What do you dislike about NICE CXone?** There is nothing about this product that I can say needs improvement. Cxone doesn't disappoint! I am genuinely pleased. **What problems is NICE CXone solving and how is that benefiting you?** With this particular product, it just makes my calls seem so much easier and more professional. The system navigation is easy, especially with cxone. They really make my calls a lot simpler and easier to handle. ### 38. Overall Performance **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** April 21, 2021 **What do you like best about NICE CXone?** There have been many features that have come out in the past years. More 3rd party vendors are integrating with NICE inContact, allowing room for having more options for customers. **What do you dislike about NICE CXone?** I would like to see more enhanced features for Agent for Salesforce (for classic and lightning versions). Upgrades should be automatic for Agents for SF. I still have not seen any updated features yet. NICE inContact report could also use some enhancement for their products. **Recommendations to others considering NICE CXone:** Its definitely something that you should try for your call center needs. Many options can help your call center run smoothly. **What problems is NICE CXone solving and how is that benefiting you?** We need to provide quick solutions for our potential clients. Information and demos have been set up quickly to meet our needs. We have implemented over three new NICE inContact products this year to fit our client's requirements. ### 39. CXone SME **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander M. | Senior Manager Product Marketing , Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2022 **What do you like best about NICE CXone?** Functionality, Controls, Routing, Integrations, AI, QA, QM, WEM, UI **What do you dislike about NICE CXone?** Customer Service, Slow response times and cost **What problems is NICE CXone solving and how is that benefiting you?** Expanding CCaaS customer base, AI, Intelligent Routing, Integrations, Salesforce, API's ### 40. InContact is better than our last system. **Rating:** 5.0/5.0 stars **Reviewed by:** Randy B. | Subject Matter Expert, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about NICE CXone?** Everything about InContact is great! I love the clarity of the sound, the lag has been cut down tremendously as well. InContact allows you several swconds before you take the next call which allows you to have a drink and recollect yourself before the next call. It is the best phone system i have used thus far! **What do you dislike about NICE CXone?** Sometimes it'll say you refused a call when you really do not have a choice to refuse any calls. Sometimes it also give us the wrong info at the beginning of calls. The system will put you in unavailable for no reason sometimes also. Those points do not ruin the use of the system overall. **Recommendations to others considering NICE CXone:** Be prepared to upgrade to a new and improved phone system! Get rid of the delay, no breaks in between calls, and low-quality audio from your old system, and try InContact! **What problems is NICE CXone solving and how is that benefiting you?** It has been more accurate than the last system we used, but sometimes it will read out the incorrect state when we receive calls. The best benefit is the quick break between calls. ### 41. Very good **Rating:** 5.0/5.0 stars **Reviewed by:** Brianna J. | chargeback associate, Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about NICE CXone?** I like that the system is easy to navigate, the sound quality is always good, and the troubleshooting tips seem to work. I don't have very many issues using this **What do you dislike about NICE CXone?** I don't particularly appreciate that the sound randomly goes out; even after troubleshooting, I sometimes still have issues. Other than that, the system is generally a pretty good system **What problems is NICE CXone solving and how is that benefiting you?** They are constantly making changes to the system I now realized that if i use google chrome the entire system generally works a lot better than what it normally does when I use edge ### 42. Not terrible, but not excellent **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about NICE CXone?** Audio is usually very good and doesn't even require me to use headphones/headphone mic to take calls. I like that the ringer is also loud enough for me to hear from a different room. **What do you dislike about NICE CXone?** I don't like that the leg connects after every call, and I have to manually disconnect it at the end of each call. If I forget, I am automatically connected to another call, which is inconvenient. **Recommendations to others considering NICE CXone:** You will be able to have a lot of agents signed in at once, which lightens the load for all of your customer service associates. It splits the calls up pretty evenly, I believe, so one associate is not getting every single call. They will be put at the end of the queue until there are no other free agents. **What problems is NICE CXone solving and how is that benefiting you?** I am able to receive calls from our customers, which is crucial in getting my job done. It is easy to put customers on hold or on mute, and I like the interface - everything I need is right up front. ### 43. The Future In Dialer Software **Rating:** 5.0/5.0 stars **Reviewed by:** Alejando P. | Engagement Coach, Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about NICE CXone?** User-friendly no matter interface is easy to use anywhere. The log-in facilities are so simple that you can start making calls almost right away. It is beneficial in the schedule setup as well. **What do you dislike about NICE CXone?** I have difficulties contacting the support department when I have a system issue, like The system getting stuck. For the most part, with this system, everything works great. **Recommendations to others considering NICE CXone:** When using the software in a company environment, there are many options to pick and choose the most important calls to the business. **What problems is NICE CXone solving and how is that benefiting you?** Calls are transferred smoother, whether it is to co-workers or different departments, by checking the availability. Call quality is crystal clear on all calls making it easier to understand. ### 44. I'd say NiceCX has the best WebRTC platform in the industry, they are the leaders in cloud computing **Rating:** 5.0/5.0 stars **Reviewed by:** Angel P. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2021 **What do you like best about NICE CXone?** Their software is pretty functional and optimized, something we don't often see nowadays with other companies; I'm glad my company opted for them. **What do you dislike about NICE CXone?** objectively nothing; subjectively I'd say it would be better if they could redirect the calls to someone else when you're about to get off or go to lunch, overall it's perfect **Recommendations to others considering NICE CXone:** Go for it, you won't find any other webrtc platform as good as this one! **What problems is NICE CXone solving and how is that benefiting you?** Helping people out when they are stressed or having a bad time during their trip, or just by helping them get their desired vacation at the best price and time, thats it ### 45. An excellent tool, when it works **Rating:** 4.0/5.0 stars **Reviewed by:** Gabriel H. | WAHA Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about NICE CXone?** It's effortless to use, most of the functions that I need to do my work correctly are very good at what they are supposed to do, it's very intuitive, and the distribution of the interface is well done. **What do you dislike about NICE CXone?** When something does not work, it keeps not working for long, and even if it's workarounds to avoid them, it's still suboptimal, and it delays or even interrupt the workflow. **Recommendations to others considering NICE CXone:** Try to use it in a small team at first, trying to see if it could work; if you notice any needs that are not being met to try to solve them first; other than that, I think that is a great tool, and you should give it a chance. **What problems is NICE CXone solving and how is that benefiting you?** We can get in touch whit our clients in a very efficient way; we can contact other members or departments on our team quickly and solve communication issues; we get the tools to reach our providers and leaders depending on what we are working. ### 46. It is what it was **Rating:** 5.0/5.0 stars **Reviewed by:** Gerald I. | Team Leader, Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2021 **What do you like best about NICE CXone?** Every aspect of it. Iy's lit. That joint be going. I can't imagine how you could possibly improve on sch a masterully executed software. Keep up the good work. Outstanding. **What do you dislike about NICE CXone?** There is nothimg that I dislike about it. I really enjoy the software. I do not have any xritiqoes on how to improve. It works perfectly and proficiently. Much netter than any previous programs that I've used. **Recommendations to others considering NICE CXone:** N/A **What problems is NICE CXone solving and how is that benefiting you?** It is much better for monitoring agent calls, removing inactive agents when they're being called out and checking on agent hours for payroll. It is very convenient for me . ### 47. LiveVox's solutions have made Nettel USA a far more efficient and profitable organization. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2021 **What do you like best about NICE CXone?** We have been using LiveVox for over 7 years. We started with dialing and inbound call management, which had an immediate and positive impact on our productivity. When BI became available, we were an earlier adopter and it has become an integral part of our operation. SMS was added roughly three years ago, and it too, has proven itself to be an effective method to drive revenue. SpeechIQ and Wallboards are our most recent additions and they have become integrated into our WFO processes. **What do you dislike about NICE CXone?** We tend to present LiveVox with significant challenges. On occasion, it has taken a long time for tech support to diagnose and solve issues. A more timely response to these issues would be helpful. **What problems is NICE CXone solving and how is that benefiting you?** We rely on high volume outbound dialing and SMS to produce out results. The LiveVox platform allows us to maximize the effectiveness of our manpower and drive revenue. ### 48. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Kim S. | BDC Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** January 07, 2022 **What do you like best about NICE CXone?** The ease of navigation between the multiple dealerships I work with. The features are pretty self-explanatory. I would recommend this platform to anyone who works with dealerships daily. **What do you dislike about NICE CXone?** Mostly dislike how it often crashes when I take a break. I come back and the agent has crashed. This is a little aggravating when I have a certain time to clock in. **What problems is NICE CXone solving and how is that benefiting you?** Solving the difficulty of navigating between platforms of dealerships is a big help with NICE CXone. The benefits probably keep the company from spending more money on multiple platforms. ### 49. Easy to use platform with superior product and customer service support! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 03, 2021 **What do you like best about NICE CXone?** The LiveVox interface is one of the most simple I have experienced in my years of using dialer equipment. Their account support is a step above the rest! **What do you dislike about NICE CXone?** At times it seems upgrade changes are moving too quickly to maintain solid integrity of the platform **What problems is NICE CXone solving and how is that benefiting you?** LiveVox's Analytics suite and AI integrations have allowed a more efficient and quality customer experience. We now have tools to improve and meet Client SLA's. ### 50. cool just wish I had a contact list to know where to transfer to but I guess thats not a nice prolem **Rating:** 5.0/5.0 stars **Reviewed by:** Freddie B. | Auth secrtary, Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2021 **What do you like best about NICE CXone?** its easy to navigate, I would like a mobile app possibly for better connecting, because I would like the option to use the headset because of the ringer not playing out when the headset is connect, but that may be a smooth It fix **What do you dislike about NICE CXone?** nothing really did not have a real big issue **What problems is NICE CXone solving and how is that benefiting you?** none at the moment, its good because i can just typpe a nake and boom ill get that persone if they are online ## NICE CXone Discussions - [How can we report bugs or issues to get the software cleaner and running more smoothly?](https://www.g2.com/discussions/how-can-we-report-bugs-or-issues-to-get-the-software-cleaner-and-running-more-smoothly) - 1 comment, 2 upvotes - [Does it ever pause or get frozen after a call](https://www.g2.com/discussions/does-it-ever-pause-or-get-frozen-after-a-call) - 2 comments, 2 upvotes - [Can I use this application for auto dialed jobs?](https://www.g2.com/discussions/can-i-use-this-application-for-auto-dialed-jobs) - 1 comment, 1 upvote - [how to a automatically log in](https://www.g2.com/discussions/how-to-a-automatically-log-in) - 1 comment, 1 upvote - [How do I monitor the productivity time, real time for the agents logged in?](https://www.g2.com/discussions/how-do-i-monitor-the-productivity-time-real-time-for-the-agents-logged-in) - 1 comment, 1 upvote - [View NICE CXone pricing details and edition comparison](https://www.g2.com/products/nice-cxone/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-05+09%3A43%3A41+-0500&secure%5Bsession_id%5D=7a76ef14-0924-4cbe-9744-73137de6e5d2&secure%5Btoken%5D=3ce8a229e24950a68acc259fdfbcf118f5889cfa9f5953cccda7491f906135c5&format=llm_user) ## NICE CXone Integrations - [HiPer Agent Experience](https://www.g2.com/products/hiper-agent-experience/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Kore.AI](https://www.g2.com/products/kore-ai/reviews) ## NICE CXone Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top NICE CXone Alternatives - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,475 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,468 reviews)